Maidstone Care Centre

This official report covers an inspection of Maidstone Care Centre, a residential and nursing home that can support up to 58 people, including individuals living with dementia, a learning disability, or autism. At the time of the visit in October 2023, there were 52 people living across the home's three floors. The inspection examined specific aspects of the service following concerns raised regarding staffing levels, risk management, and overall leadership.

When looking at how safe the environment was, inspectors found that potential risks to residents were not always properly managed or supported by clear staff guidance, such as instructions for catheter care or oxygen concentrator maintenance. Medicines were not consistently handled safely, and the home relied heavily on a large number of changing agency staff due to a shortage of permanent employees. Additionally, while some basic equipment checks were up to date, certain infection control issues were noted, including carpet odors and blocked bathroom access.

In contrast, the home performed very well when it came to being caring and compassionate toward residents. People living at the centre and their relatives consistently praised the staff for being kind, friendly, and respectful. Staff carefully listened to individual preferences, respected personal privacy and dignity, and successfully supported residents to maintain their independence and express their views.

Regarding how effectively the home operated, staff worked well within legal frameworks to ensure residents had maximum choice and control over their daily lives. People were supported to make decisions in their best interests, and their capacity was properly assessed when needed. Relatives were actively involved in meetings, and the provider responded positively to suggestions, such as hiring a weekend receptionist and addressing formal complaints appropriately.

In terms of responsiveness, the service tailored care to individual needs by respecting personal titles, gender preferences for support, and religious requirements. Staff took time to understand people's life histories and addressed specific worries, such as reassuring a resident about how their personal photo would be securely stored and deleted. Residents also had reliable opportunities to share feedback and suggestions through regular meetings.

Finally, regarding leadership, the service lacked a consistent management team to drive necessary improvements, and previous regulatory breaches had not been fully resolved. Audits had been completed, but timely action was not always taken to fix identified shortfalls. However, a new manager had just started during the inspection week, had already recognized most of the issues found by inspectors, and promptly provided evidence of corrective steps put in place.